Canyon Ranch Case Study

The critique committee has recommended that no action be taken at the current time in regards to integrating or re-fabricating our information system to incorporate a Customer Relationship Management (CRM) strategy. Their reasoning was the following:
1.) Major organizational change will occur due to implementation of the new software
2.) Major cost for the company for implementation and training
3.) Current programs are underutilized and there is lack of training
As the board of directors we believe that the critique committee has overlooked the goal of Canyon Ranch and that the advising group has provided convincing evidence that implementing the POS system will provide significant long-term benefits. What sets Canyon Ranch's apart…show more content…

A more advanced updated solution would make future modifications and capabilities much more efficient as the system would be wrapped into one software package. We would not be limited by the capabilities of the existing systems which are somewhat outdated, dating back to 1986. Purchasing a new system also has a few downfalls. This would obviously be a costly system upfront and would require Canyon Ranch to scrap the existing software systems. There would certainly be training required for employees and a learning curve of becoming proficient with the new system.
Canyon Ranch’s other option would be to purchase a POS system and contract with either GuestWare or CLS to integrate the system. This integration would likely be more cost effective in the short run and would allow for the utilization of the existing software systems. However, the main question with the integration would be the long-term effects. Does integrating with the outdated existing systems hinder Canyon Ranch’s future capabilities? IT is obviously a constantly innovating field and will most likely continue to provide opportunity for further future improvements and capabilities. If we decide to integrate software will we be forced to scrap the old software systems and upgrade to a new system within a few years anyway? Training will be required regardless of the integration as the system will be different than the current ones.
As the Board of Directors it is crucial to explore what

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